Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has indicated that the seats they were provided were those of obstructed view; however, we would like to provide clarificationVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout pageThis process provides customer with multiple opportunities to review the details of their orderWhen our customer navigated our website, they selected a ticket listing for five seats in Section: Row: The tickets our customer received via [redacted] mail delivery were not notated as having an obstructed view; therefore, the venue does not deem these as suchAs Vivid Seats holds no affiliation with any box office, all seating arrangements are done so by the venue directly and are outside our purviewIt should be noted that in addition to this current claim, we were in contact with our customer to thoroughly address all of their concernsAt this time, our customer was offered a courtesy resolution in the interest of customer service; our customer has accepted this as a positive solution to the matterAs such, we consider this matter closedIf our customer has any additional concerns regarding their order, we encourage them to contact a member of our customer service department so that they may be addressed.Regards,Vivid Seats
Vivid Seats appreciates the opportunity to address MrLee's concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we're committed to providing the best possible customer service--and maintaining a simple, transparent checkout process Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellersThis means that tickets purchased on our site are subject to change and Vivid Seats is not made aware of such arrangements ahead of timeIt also means we are unable to guarantee the type of ticket you will receiveIt also means we are unable to guarantee the type of ticket you will receive, only the type of deliveryFor this reason, we only guarantee the validity of tickets rather than the format they will come in [redacted] expresses frustration that the tickets he purchased for the New York Rangers at the Chicago Blackhawks (Stanley Cup Ceremony) were automatically adjusted by the seller before delivery, but we are confident that the resulting seats were, in fact, comparable to the original section and rowOur records also indicate that the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html)These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets describedVivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer availableDefinitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats."" This policy is reiterated in our 100% Buyer Guarantee and FAQ page Vivid Seats maintains that these tickets were comparable to those [redacted] ordered, and as they were valid for entry, we are unable to provide a full refundHowever, because customer satisfaction is important to us, we have refunded a significant portion of the service fee associated with his order as a one-time courtesyAs this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensationWe encourage [redacted] to reach out to our management team with any further questions or concerns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not at all satisfactory to meI am still out $I understand your corporate policy'sI also understand you want to keep customers for lifeI'm asking vivid seats to reimburse my full amount, due to lack of customer satisfaction Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I spoke to the venue which was [redacted] ***, they declared and I quote, " because you purchased your tickets from an outside venue, a refund from us is not possible." So if [redacted] will not be held responsible for the incident nor the place what I purchased the tickets from, who am I to address the incident to? Someone has to be held reliable for this incidentI paid for tickets that were non existentNow both parties are not admitting to fault or compensationVivid seats did refund not even a quarter of the money I paid for the ticketsI do not find it fair that after paying for an anticipated concert, the day of the showing I get moved around times, because my purchases seats were non existent Sincerely, [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to maintaining a simple, transparent process.Mr [redacted] has stated that he did not receive the tickets until 2/17/though this is inaccurateMr [redacted] placed his order for [redacted] – [redacted] on 12/3/at 1:PM CST and received an order summary email immediately, which he has stated he receivedMinutes later, at 1:PM CST, Mr [redacted] ’ valid tickets were delivered to the email address on fileAdditionally, for Mr [redacted] ’ convenience, we sent two “E-ticket Download Reminder” emails, one on 12/17/and the second on 2/18/2017, as a reminder for him to download and print his tickets prior to his event which took place on 2/18/Mr [redacted] did not contact us until 2/21/2017, at which time we clarified this information.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry—and agreed upon prior to placing any order.As Mr [redacted] received his valid tickets minutes after placing his order, and received two reminder emails prior to his event, we consider this matter closedIf Mr [redacted] has additional concerns regarding his order, we encourage him to contact our customer service department so that we may adequately address them.Regards,Vivid Seats
As stated in our previous response, we reached out to Mr [redacted] to discuss his issue and agreed to a mutual resolutionThis partial refund was offered as a courtesy to Mr [redacted] We have addressed his complaints and consider this matter resolvedIf Mr [redacted] has any further questions we welcome him to reach out to us and speak to a member of our customer service team
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Mr [redacted] selected tickets to the Houston Rodeo, he continued to the Login page which displayed a detailed order summary on the right sideAfter Mr [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, all delivery and service fees, and the total charge of $highlighted in bold, red textWe would like to clarify that this price breakdown is provided before customers are required to enter any credit card informationMr [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Prior to placing his order, Mr [redacted] ’s order total was reiterated in bold text directly above the place order button stating, “By clicking ‘Place Order,’ your credit card will be charged $526.91.” Mr [redacted] then proceeded to place his order.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThis means that all listings on our site are priced by individual sellersThis also means that the majority of any ticket sold on our site goes directly to the sellerThe service fees are in place, in part, to cover operation costs including maintaining a professional website, screening sellers’ listings to ensure authentic tickets, and sustaining an easily accessible customer service departmentDue to the nature of our business, our customers are purchasing tickets owned and listed by individual resellers and we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Mr [redacted] placed his order on 3/1/and his valid tickets were successfully delivered on 3/2/prior to his eventAs all pricing details were sufficiently displayed prior to placing his order, we consider this matter closedIf Mr [redacted] has any additional concerns regarding his order, we encourage him to contact our customer service.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchase is in US dollars, so we are confident in the transparency of our checkout processAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAt this checkout page the following message is displayed directly above a box that customers must check to authorize and complete the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.”As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html)Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondenceWe encourage Mr [redacted] to utilize this resource for any additional concerns he may have.Regards,Vivid Seats
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me This complaint is resolvedI accepted the company's offer to refund the unexpected service feeI hope the Revdex.com keeps an eye on this company's business practicesThe lack of a detailed receipt is still concerning to meI hope the Revdex.com can help to persuade Vivid Seats to have a detailed list of all expenses of the transaction clearly shown on the screen at check outAlso, in their e-mail confirmations they should include the same detailed summary of expensesThey would avoid a lot of these conflicts in the first place if they'd just be more up front about what they are charging Sincerely, [redacted]
Revdex.com: ViviSeats indicated the I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processOn 6/3/8:PM, the purchaser placed an order for tickets to the [redacted] , which was scheduled to take place at 7:PM on 6/5/When the purchaser submitted this order, we disclosed the order’s status as scheduled for Special DeliveryOn 6/4/at 9:AM, the customer was sent the confirmed instructions of how to retrieve their ticketsAs stated in Vivid Seats' Sales Terms and Conditions (http://www.vividseats.com/terms.html), Special Delivery includes same day delivery and may include Will Call, onsite pick up at the venue, pick up from another designated location (typically within two (2) miles of the venue, if possible), or messenger serviceThe exact delivery location for Special Delivery orders will be designated by the sellerThe confirmed instructions that were sent to the customer did not state that the customer should go to will call, as the tickets were at a location set for pick up near the venueThese instructions were provided to the customer via their email address on fileThe customer contacted us when she was at the venue, at which point we reiterated the pick up location with the customer via phoneThe customer was attempting to work with a representative from Live Nation at the venue; however, as a secondary market, we are not affiliated with the venue or Live Nation and could not assist with their requests.The tickets were made available to the customer at the designated pickup location and we fulfilled the order in accordance with our sales terms and conditionsWe have remained consistent with our sales terms and conditions and provided as much assistance we could for Ms [redacted] 's concernsOur management team is available to handle any additional concerns Ms [redacted] may have; as it presently stands, we consider this matter closedRegards,Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer Mr [redacted] We appreciate the chance to speak on this matterVivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we are committed to providing the best possible customer serviceMr [redacted] 's valid electronic tickets were sent to him via email on 6/24/at 11:11AM CST for him to print and bring to his event that took place on the same day at 6:00PM CSTOur customer has indicated having issues gaining entry with the tickets that were provided for his eventHowever, it should be noted that Vivid Seats conducted a thorough investigation regarding this claim and concluded that Mr [redacted] 's tickets were in fact authentic for admittance to his eventAdditionally, we offered a one-time courtesy resolution in the interest of customer serviceWe are pleased to have reached an amicable resolution; at this time, we consider this matter resolvedIf Mr [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of which event was selected, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderOur website is user-drive meaning all order details is either selected or inputted by the customer during the checkout processWhen Ms [redacted] selected tickets they were clearly labeled as [redacted] – The [redacted] occurring on 11/Ms [redacted] then continued to the Login page which displayed a detailed order summary on the right side including the event detailsAfter the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the event, the number and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red textAt this point, Ms [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Ms [redacted] originally contacted us asking to exchange her ticketsAt this time we clarified that as a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds or exchanges and must adhere to an “all sales are final” policy—a standard throughout the industryMs [redacted] placed an order for tickets to the [redacted] and received her valid tickets prior to the event which has since passedAs such, we consider this matter closedWe encourage Ms [redacted] to contact our customer service with any additional concerns she may haveRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because: Hello, I appreciate your helpI think that Vivid Seats website is set up in a way to mislead There is a meter that asks what are you willing to spend on tickets and I moved the meter to about $Then a ticket offering comes upAnd I took itObviously if I had known they were lawn seats I would have not have pursuedI thought I was getting two premium seats at that price which anyone would Not happy at all with the resultsI feel they are misleading and they also have an iron clad policy that says we can’t help you What business isn’t willing to strike a middle ground for an unsatisfied customer? A seedy oneOne that relies on mistakes It’s a Win-Win for them as long as the public follows their mislead [redacted] ***
Thank you for your response regarding this matterAs noted in our previous response, we have attempted to reach Mr [redacted] numerous timesOn several separate occasions, we have called Mr [redacted] and left a voicemail message, but have not received a response from the customerInstead, Mr [redacted] has emailed us stating that he no longer wishes to discuss this matter, which has rendered us unable to offer any courtesy resolutionDue to the transparency and ease of our checkout process, Vivid Seats maintains that Mr [redacted] was not misled regarding any aspect of his transactionThe price per ticket, all fees, and the total charge were clearly and prominently displayed prior to checkoutIf Mr [redacted] would like to discuss this matter with us, we encourage him to reach out to a member of our customer service teamAt this time, we consider this matter resolvedRegards,Vivid Seats
Complaint: [redacted] I am rejecting this response because:This business online purchase system has been set up as a bait and switch, which is fraudulent system rigged to display premium seats at a premium price and when the customer hits the submit button, it switches to a lower price, regular seat, I strongly believe this whole organization is fraudulent, set up to get the most money they can for the Sellers, so they can get a high commission after baiting how many customers/victims that it can, not satisfied with their response and lack of initiative in attempting to correct this issue Sincerely, [redacted]
Thank you for your response regarding this matterAlthough Ms [redacted] continues to press forward, Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Ms [redacted] ’s order were shown--was sufficient opportunity for Ms [redacted] to review this informationAdditionally, she was notified that the prices are set by sellers, not Vivid Seats, in accordance with their assessments of multiple market factors including customer demandAfter being shown this information, Ms [redacted] proceeded to check the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted her order for Journey.We previously noted that prior to receiving this claim we attempted to resolve this matter with a courtesy resolution though this offer was declinedAs Ms [redacted] received the tickets which she selected prior to her event, which has since passed, we consider this matter closedAny additional concerns Ms [redacted] may have should be directed to our customer service team.Regards,Vivid Seats
Thank you for contacting us regarding Ms***'s concernsWe appreciate the opportunity to address this matterIt should be noted that Vivid Seats is an online ticket resale marketplace, meaning that we have no affiliation with any box office or venue and do not own or generate any tickets Rather, we simply facilitate transactions between fans and ticket holdersOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service.In reference to her claim that the tickets were sent late, we would like to provide clarificationVivid Seats' 100% Buyer Guarantee covers all orders placed on our website, ensuring that tickets will arrive in time for the eventBecause ticket delivery date depends on the primary issuer of tickets, with which Vivid Seats has no affiliation, the exact delivery date is outside our purviewIn this particular case, a delivery delay was imposed by the primary issuer, causing tickets not to become available until hours prior to the event, which is a common practice among primary issuersWe communicated this delay to Ms***, reassuring her that her tickets were guaranteed to arrive in time for the eventAs part of our effort to provide excellent customer service, we have discussed this issue with Ms [redacted] in detail prior to receiving this complaint.The event for which Ms [redacted] purchased tickets took place on 8/13/16, and her tickets were delivered to her by email on 8/11/16, immediately after they became available to the sellerAs such, Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms [redacted] agreed prior to purchase, and has upheld our 100% Buyer GuaranteeIf Ms [redacted] has any further questions regarding this matter, we encourage her to contact our customer service teamAt this time, we consider this matter resolved.Regards,Vivid Seats
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Although Mr [redacted] has claimed that he selected one ticket, our site is user-driven meaning all order details are either selected or inputted by the customer during the checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the quantity selected, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an order and adjust the quantityWhen Mr [redacted] viewed tickets he was interested in, he was presented with the event details, ticket location, and a drop down box stating the quantity availableThis drop down box provides customers the opportunity to adjust the quantity they wish to purchaseOnce Mr [redacted] declared the listing he wished to purchase, he continued to the Login page which displayed a detailed order summary on the right sideHere Mr [redacted] was presented with another drop down box as a chance to alter the quantity of ticketsAfter the customer entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $highlighted in bold textHere a final opportunity to adjust the quantity selected was provided to Mr***In this order breakdown, Mr [redacted] selected the option to “Apply a Gift Card or Promo Code” to his order to receive a discountAfter entering a promotional discount code, Mr [redacted] was then presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, Mr [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your PayPal account will be charged $471.88.” At this time, Mr [redacted] proceeded to select Place Order and submitted his orderAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Mr [redacted] placed his order on 3/19/and immediately received his valid tickets for his event which is taking place on 5/6/Prior to receiving this claim, we spoke to Mr [redacted] regarding this matter and addressed his concernsWe later received a dispute from Mr***’s financial institution regarding this transactionWe addressed this, and the dispute was ultimately ruled in our favor on 3/21/Should Mr [redacted] have and questions regarding the process or outcome of this dispute we encourage him to contact the financial institution with which it was filedAt this time, as Mr [redacted] was provided multiple opportunities to modify the number of tickets prior to placing his order, we consider this matter closed.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customerWe appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Our customer has indicated that the seats they were provided were those of obstructed view; however, we would like to provide clarificationVivid Seats facilitates thousands of successful transactions each day with satisfied customers so we are confident in the transparency of our checkout pageThis process provides customer with multiple opportunities to review the details of their orderWhen our customer navigated our website, they selected a ticket listing for five seats in Section: Row: The tickets our customer received via [redacted] mail delivery were not notated as having an obstructed view; therefore, the venue does not deem these as suchAs Vivid Seats holds no affiliation with any box office, all seating arrangements are done so by the venue directly and are outside our purviewIt should be noted that in addition to this current claim, we were in contact with our customer to thoroughly address all of their concernsAt this time, our customer was offered a courtesy resolution in the interest of customer service; our customer has accepted this as a positive solution to the matterAs such, we consider this matter closedIf our customer has any additional concerns regarding their order, we encourage them to contact a member of our customer service department so that they may be addressed.Regards,Vivid Seats
Vivid Seats appreciates the opportunity to address MrLee's concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we're committed to providing the best possible customer service--and maintaining a simple, transparent checkout process Vivid Seats is not directly affiliated with any artist or venue; as a secondary marketplace, we act as an intermediary between fans and a vast network of ticket resellersThis means that tickets purchased on our site are subject to change and Vivid Seats is not made aware of such arrangements ahead of timeIt also means we are unable to guarantee the type of ticket you will receiveIt also means we are unable to guarantee the type of ticket you will receive, only the type of deliveryFor this reason, we only guarantee the validity of tickets rather than the format they will come in [redacted] expresses frustration that the tickets he purchased for the New York Rangers at the Chicago Blackhawks (Stanley Cup Ceremony) were automatically adjusted by the seller before delivery, but we are confident that the resulting seats were, in fact, comparable to the original section and rowOur records also indicate that the order was fulfilled correctly and in accordance with our Sales Terms and Conditions (www.vividseats.com/terms.html)These terms, which are clearly visible on our website, state: ""Vivid Seats agrees to use its best efforts to procure and to deliver, prior to the date of the event, the tickets describedVivid Seats also reserves the right to replace tickets with comparable or upgraded tickets if originally ordered tickets are no longer availableDefinitions of 'comparable' and 'upgraded' are made at the reasonable discretion of Vivid Seats."" This policy is reiterated in our 100% Buyer Guarantee and FAQ page Vivid Seats maintains that these tickets were comparable to those [redacted] ordered, and as they were valid for entry, we are unable to provide a full refundHowever, because customer satisfaction is important to us, we have refunded a significant portion of the service fee associated with his order as a one-time courtesyAs this courtesy refund goes above and beyond our obligations in the Sales Terms agreed upon at purchase, we are unable to offer any further compensationWe encourage [redacted] to reach out to our management team with any further questions or concerns
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not at all satisfactory to meI am still out $I understand your corporate policy'sI also understand you want to keep customers for lifeI'm asking vivid seats to reimburse my full amount, due to lack of customer satisfaction Sincerely, [redacted] ***
Complaint: [redacted] I am rejecting this response because:I spoke to the venue which was [redacted] ***, they declared and I quote, " because you purchased your tickets from an outside venue, a refund from us is not possible." So if [redacted] will not be held responsible for the incident nor the place what I purchased the tickets from, who am I to address the incident to? Someone has to be held reliable for this incidentI paid for tickets that were non existentNow both parties are not admitting to fault or compensationVivid seats did refund not even a quarter of the money I paid for the ticketsI do not find it fair that after paying for an anticipated concert, the day of the showing I get moved around times, because my purchases seats were non existent Sincerely, [redacted]
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to maintaining a simple, transparent process.Mr [redacted] has stated that he did not receive the tickets until 2/17/though this is inaccurateMr [redacted] placed his order for [redacted] – [redacted] on 12/3/at 1:PM CST and received an order summary email immediately, which he has stated he receivedMinutes later, at 1:PM CST, Mr [redacted] ’ valid tickets were delivered to the email address on fileAdditionally, for Mr [redacted] ’ convenience, we sent two “E-ticket Download Reminder” emails, one on 12/17/and the second on 2/18/2017, as a reminder for him to download and print his tickets prior to his event which took place on 2/18/Mr [redacted] did not contact us until 2/21/2017, at which time we clarified this information.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry—and agreed upon prior to placing any order.As Mr [redacted] received his valid tickets minutes after placing his order, and received two reminder emails prior to his event, we consider this matter closedIf Mr [redacted] has additional concerns regarding his order, we encourage him to contact our customer service department so that we may adequately address them.Regards,Vivid Seats
As stated in our previous response, we reached out to Mr [redacted] to discuss his issue and agreed to a mutual resolutionThis partial refund was offered as a courtesy to Mr [redacted] We have addressed his complaints and consider this matter resolvedIf Mr [redacted] has any further questions we welcome him to reach out to us and speak to a member of our customer service team
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of their order total, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderWhen Mr [redacted] selected tickets to the Houston Rodeo, he continued to the Login page which displayed a detailed order summary on the right sideAfter Mr [redacted] entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, all delivery and service fees, and the total charge of $highlighted in bold, red textWe would like to clarify that this price breakdown is provided before customers are required to enter any credit card informationMr [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Prior to placing his order, Mr [redacted] ’s order total was reiterated in bold text directly above the place order button stating, “By clicking ‘Place Order,’ your credit card will be charged $526.91.” Mr [redacted] then proceeded to place his order.As a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThis means that all listings on our site are priced by individual sellersThis also means that the majority of any ticket sold on our site goes directly to the sellerThe service fees are in place, in part, to cover operation costs including maintaining a professional website, screening sellers’ listings to ensure authentic tickets, and sustaining an easily accessible customer service departmentDue to the nature of our business, our customers are purchasing tickets owned and listed by individual resellers and we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Mr [redacted] placed his order on 3/1/and his valid tickets were successfully delivered on 3/2/prior to his eventAs all pricing details were sufficiently displayed prior to placing his order, we consider this matter closedIf Mr [redacted] has any additional concerns regarding his order, we encourage him to contact our customer service.Regards,Vivid Seats
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Vivid Seats facilitates thousands of successful transactions each day with satisfied customers who are fully aware of their purchase is in US dollars, so we are confident in the transparency of our checkout processAfter the customer enters an email address to create an account, they’re then taken to the Checkout page, which features an in-depth order summary that displays the number and prices of their tickets, delivery and service fees, and the total charge highlighted in redAt this checkout page the following message is displayed directly above a box that customers must check to authorize and complete the purchase: “To complete your order, you must agree to the Vivid Seats sales terms and conditions and confirm that you are aware that you may be paying above face value for your ticketsAll prices in US DollarsAll sales are final.”As a secondary marketplace, Vivid Seats is not directly affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause customers are purchasing tickets owned and listed by individual resellers, we must ensure our policies are fair to both partiesThis means that we are unable to offer refunds and must enforce an “all sales are final” policy—a standard throughout the industryThis policy is described in detail in our Sales Terms and Conditions (www.vividseats.com/terms.html)Vivid Seats operates our own highly-regarded customer service department which is available to resolve any and all issues that our customers may encounter, with contact information on both our webpage and every correspondenceWe encourage Mr [redacted] to utilize this resource for any additional concerns he may have.Regards,Vivid Seats
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me This complaint is resolvedI accepted the company's offer to refund the unexpected service feeI hope the Revdex.com keeps an eye on this company's business practicesThe lack of a detailed receipt is still concerning to meI hope the Revdex.com can help to persuade Vivid Seats to have a detailed list of all expenses of the transaction clearly shown on the screen at check outAlso, in their e-mail confirmations they should include the same detailed summary of expensesThey would avoid a lot of these conflicts in the first place if they'd just be more up front about what they are charging Sincerely, [redacted]
Revdex.com: ViviSeats indicated the I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Thank you for reaching out to us, as we here at Vivid Seats always appreciate the opportunity to address a customer’s concernsVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processOn 6/3/8:PM, the purchaser placed an order for tickets to the [redacted] , which was scheduled to take place at 7:PM on 6/5/When the purchaser submitted this order, we disclosed the order’s status as scheduled for Special DeliveryOn 6/4/at 9:AM, the customer was sent the confirmed instructions of how to retrieve their ticketsAs stated in Vivid Seats' Sales Terms and Conditions (http://www.vividseats.com/terms.html), Special Delivery includes same day delivery and may include Will Call, onsite pick up at the venue, pick up from another designated location (typically within two (2) miles of the venue, if possible), or messenger serviceThe exact delivery location for Special Delivery orders will be designated by the sellerThe confirmed instructions that were sent to the customer did not state that the customer should go to will call, as the tickets were at a location set for pick up near the venueThese instructions were provided to the customer via their email address on fileThe customer contacted us when she was at the venue, at which point we reiterated the pick up location with the customer via phoneThe customer was attempting to work with a representative from Live Nation at the venue; however, as a secondary market, we are not affiliated with the venue or Live Nation and could not assist with their requests.The tickets were made available to the customer at the designated pickup location and we fulfilled the order in accordance with our sales terms and conditionsWe have remained consistent with our sales terms and conditions and provided as much assistance we could for Ms [redacted] 's concernsOur management team is available to handle any additional concerns Ms [redacted] may have; as it presently stands, we consider this matter closedRegards,Vivid Seats
Thank you for contacting us regarding the concerns of our valued customer Mr [redacted] We appreciate the chance to speak on this matterVivid Seats operates on the secondary marketplace and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we are committed to providing the best possible customer serviceMr [redacted] 's valid electronic tickets were sent to him via email on 6/24/at 11:11AM CST for him to print and bring to his event that took place on the same day at 6:00PM CSTOur customer has indicated having issues gaining entry with the tickets that were provided for his eventHowever, it should be noted that Vivid Seats conducted a thorough investigation regarding this claim and concluded that Mr [redacted] 's tickets were in fact authentic for admittance to his eventAdditionally, we offered a one-time courtesy resolution in the interest of customer serviceWe are pleased to have reached an amicable resolution; at this time, we consider this matter resolvedIf Mr [redacted] has any additional concerns pertaining to his order, we encourage him to contact our customer service department.Regards,Vivid Seats
Thank you for reaching out to us in reference to the concerns of our valued customer, Ms [redacted] We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of which event was selected, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an orderOur website is user-drive meaning all order details is either selected or inputted by the customer during the checkout processWhen Ms [redacted] selected tickets they were clearly labeled as [redacted] – The [redacted] occurring on 11/Ms [redacted] then continued to the Login page which displayed a detailed order summary on the right side including the event detailsAfter the customer entered an email address to create an account, she then navigated to the Checkout page, which featured an even more in-depth order summary that displays the event, the number and prices of her tickets, delivery and service fees, and the total charge highlighted in bold, red textAt this point, Ms [redacted] was also presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Ms [redacted] originally contacted us asking to exchange her ticketsAt this time we clarified that as a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds or exchanges and must adhere to an “all sales are final” policy—a standard throughout the industryMs [redacted] placed an order for tickets to the [redacted] and received her valid tickets prior to the event which has since passedAs such, we consider this matter closedWe encourage Ms [redacted] to contact our customer service with any additional concerns she may haveRegards, Vivid Seats
Complaint: [redacted] I am rejecting this response because: Hello, I appreciate your helpI think that Vivid Seats website is set up in a way to mislead There is a meter that asks what are you willing to spend on tickets and I moved the meter to about $Then a ticket offering comes upAnd I took itObviously if I had known they were lawn seats I would have not have pursuedI thought I was getting two premium seats at that price which anyone would Not happy at all with the resultsI feel they are misleading and they also have an iron clad policy that says we can’t help you What business isn’t willing to strike a middle ground for an unsatisfied customer? A seedy oneOne that relies on mistakes It’s a Win-Win for them as long as the public follows their mislead [redacted] ***
Thank you for your response regarding this matterAs noted in our previous response, we have attempted to reach Mr [redacted] numerous timesOn several separate occasions, we have called Mr [redacted] and left a voicemail message, but have not received a response from the customerInstead, Mr [redacted] has emailed us stating that he no longer wishes to discuss this matter, which has rendered us unable to offer any courtesy resolutionDue to the transparency and ease of our checkout process, Vivid Seats maintains that Mr [redacted] was not misled regarding any aspect of his transactionThe price per ticket, all fees, and the total charge were clearly and prominently displayed prior to checkoutIf Mr [redacted] would like to discuss this matter with us, we encourage him to reach out to a member of our customer service teamAt this time, we consider this matter resolvedRegards,Vivid Seats
Complaint: [redacted] I am rejecting this response because:This business online purchase system has been set up as a bait and switch, which is fraudulent system rigged to display premium seats at a premium price and when the customer hits the submit button, it switches to a lower price, regular seat, I strongly believe this whole organization is fraudulent, set up to get the most money they can for the Sellers, so they can get a high commission after baiting how many customers/victims that it can, not satisfied with their response and lack of initiative in attempting to correct this issue Sincerely, [redacted]
Thank you for your response regarding this matterAlthough Ms [redacted] continues to press forward, Vivid Seats maintains that our four-screen checkout process--throughout which all prices, fees, other details, and the total for Ms [redacted] ’s order were shown--was sufficient opportunity for Ms [redacted] to review this informationAdditionally, she was notified that the prices are set by sellers, not Vivid Seats, in accordance with their assessments of multiple market factors including customer demandAfter being shown this information, Ms [redacted] proceeded to check the box to accept our Sales Terms and Conditions and agree that all sales are final, and then submitted her order for Journey.We previously noted that prior to receiving this claim we attempted to resolve this matter with a courtesy resolution though this offer was declinedAs Ms [redacted] received the tickets which she selected prior to her event, which has since passed, we consider this matter closedAny additional concerns Ms [redacted] may have should be directed to our customer service team.Regards,Vivid Seats
Thank you for contacting us regarding Ms***'s concernsWe appreciate the opportunity to address this matterIt should be noted that Vivid Seats is an online ticket resale marketplace, meaning that we have no affiliation with any box office or venue and do not own or generate any tickets Rather, we simply facilitate transactions between fans and ticket holdersOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service.In reference to her claim that the tickets were sent late, we would like to provide clarificationVivid Seats' 100% Buyer Guarantee covers all orders placed on our website, ensuring that tickets will arrive in time for the eventBecause ticket delivery date depends on the primary issuer of tickets, with which Vivid Seats has no affiliation, the exact delivery date is outside our purviewIn this particular case, a delivery delay was imposed by the primary issuer, causing tickets not to become available until hours prior to the event, which is a common practice among primary issuersWe communicated this delay to Ms***, reassuring her that her tickets were guaranteed to arrive in time for the eventAs part of our effort to provide excellent customer service, we have discussed this issue with Ms [redacted] in detail prior to receiving this complaint.The event for which Ms [redacted] purchased tickets took place on 8/13/16, and her tickets were delivered to her by email on 8/11/16, immediately after they became available to the sellerAs such, Vivid Seats has acted in full accordance with the Sales Terms and Conditions to which Ms [redacted] agreed prior to purchase, and has upheld our 100% Buyer GuaranteeIf Ms [redacted] has any further questions regarding this matter, we encourage her to contact our customer service teamAt this time, we consider this matter resolved.Regards,Vivid Seats
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Thank you for reaching out to us in reference to the concerns of our valued customer, Mr***We appreciate the opportunity to address this matterVivid Seats operates on the secondary market and maintains one of the largest seller networks in the industryOur mission is to connect customers with individual ticket holders and amazing live eventsTo this end, we’re committed to providing the best possible customer service—and maintaining a simple, transparent checkout process.Although Mr [redacted] has claimed that he selected one ticket, our site is user-driven meaning all order details are either selected or inputted by the customer during the checkout processVivid Seats facilitates thousands of successful transactions each day with satisfied customers who are aware of the quantity selected, so we are confident in the transparency of our checkout processThis process provides customers with multiple opportunities to review the details of an order and adjust the quantityWhen Mr [redacted] viewed tickets he was interested in, he was presented with the event details, ticket location, and a drop down box stating the quantity availableThis drop down box provides customers the opportunity to adjust the quantity they wish to purchaseOnce Mr [redacted] declared the listing he wished to purchase, he continued to the Login page which displayed a detailed order summary on the right sideHere Mr [redacted] was presented with another drop down box as a chance to alter the quantity of ticketsAfter the customer entered an email address to create an account, he then navigated to the Checkout page, which featured an even more in-depth order summary that displays the number and prices of his tickets, delivery and service fees, and the total charge of $highlighted in bold textHere a final opportunity to adjust the quantity selected was provided to Mr***In this order breakdown, Mr [redacted] selected the option to “Apply a Gift Card or Promo Code” to his order to receive a discountAfter entering a promotional discount code, Mr [redacted] was then presented with the message “I agree to the Vivid Seats terms and conditions,” and a check box that needed to be selected in order to continue with checkoutOur sales policies, including our “all sales are final” policy, are disclosed throughout the purchase process and displayed at checkout with the message “All sales are finalAll prices are listed in US Dollars (USD).” Directly above the Place Order button, Mr [redacted] was presented with the bold message, “By clicking ‘Place Order,’ your PayPal account will be charged $471.88.” At this time, Mr [redacted] proceeded to select Place Order and submitted his orderAs a secondary marketplace, Vivid Seats is not affiliated with any artist or venue and does not generate tickets as a primary box office; rather, we act as an intermediary between fans and ticket holdersThe prices of tickets on our site are set by the individual ticket sellers, not Vivid Seats, in accordance with their assessments of a range of market factors such as customer demandBecause our customers are purchasing tickets owned and listed by individual resellers, we must ensure that our policies are fair to both partiesThis means that we are unable to offer refunds and must adhere to an “all sales are final” policy—a standard throughout the industry.Mr [redacted] placed his order on 3/19/and immediately received his valid tickets for his event which is taking place on 5/6/Prior to receiving this claim, we spoke to Mr [redacted] regarding this matter and addressed his concernsWe later received a dispute from Mr***’s financial institution regarding this transactionWe addressed this, and the dispute was ultimately ruled in our favor on 3/21/Should Mr [redacted] have and questions regarding the process or outcome of this dispute we encourage him to contact the financial institution with which it was filedAt this time, as Mr [redacted] was provided multiple opportunities to modify the number of tickets prior to placing his order, we consider this matter closed.Regards,Vivid Seats